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Workforce Management Featured Articles

  • To Improve Processes and Make Customers Happy, Try Quality Monitoring in Your Workforce Management Strategy
    How do you know that each and every one of your customers is enjoying a quality experience when engaging with your brand? You likely have specific controls in place for pushing out your key messaging through marketing channels, but what about your staff? How do you know for sure that they are delivering the kind of experience your customers have come to expect from your brand?..
    4/15/2014
  • Centralized Administration of Workforce Optimization Helps Unify the Contact Center Function
    The contact center of any organization has a lot of potential. It can help improve customer relationships, win over new customers, please and retain existing customers and even win back former customers. It can cross-sell and upsell, and it can build brand awareness. In addition, it can reach out on social media and find customers where they live, and can be a responsive, nurturing force for any brand to spread its message...
    4/15/2014
  • More Businesses Should Think Redeployment and Not Layoffs
    Employees no longer perform the same job their entire career, let alone stay with the same company all of their working lives. The business of business is more fluid than ever, thanks to global markets and the Internet, and the labor pool likewise must be fluid...
    4/14/2014
  • Understanding Agents' Feelings is a Critical Part of Workforce Management
    The job of a contact center manager can feel a bit like juggling. Managers are in charge of ensuring that key performance indicators (KPIs) and service levels are met, but beyond that, they're in charge of ensuring that all the wheels and cogs below the surface are running smoothly. Given just how many moving parts a contact center has, this is a tricky prospect...
    4/9/2014
  • SaaShr Introduces New Referral Program for Benefits Industry
    SaaShr, a provider of software as a service (SaaS)-based workforce management platform, has started a new referral program for companies that sell group and voluntary insurance products...
    4/4/2014
  • Call Recording and Quality Management Can Help You Replicate Top Agent Behaviors
    Is your contact center made up of the very best agents? In your dreams, perhaps. While every call center has a couple of ringers managers wish they could clone, the truth is that in order to keep the call center staffed, many contact centers are full of "good enough" agents and even a few "could be a lot better" agents. But what if you could turn the latter two types of agent into the types you wish you could clone?..
    4/3/2014
  • Inefficient Contact Center Scheduling Could Be Costing Small Centers $50,000 Each Year
    As with most industries, in the contact center, labor is the number one cost. It's estimated that between 60 and 80 percent of ongoing call center expenses are related to recruiting, hiring, training and paying workers. Unfortunately for the contact center, extremely high turnover - which is endemic in the call center industry - pushes this figure higher than in most industries...
    4/3/2014
  • Taking the 'Big Brother' Fears Out of Workforce Management Solutions
    In companies that haven't been using a workforce management solution, scheduling is often accomplished via spreadsheets and a mix of proprietary "tricks" the scheduling manager has developed over his or her tenure. Regardless of how inefficient the process, it's one that agents are used to. Workforce management solutions, though they create better forecasts and schedules and offer a lot of advanced features that save managers time, can seem a little "Big Brother-ish" to agents...
    3/27/2014
  • "Closing the Loop" In Call Center Training Requires Regular Monitoring and Follow-up
    There are many forms training can take. It can be any combination of classroom-based training, day-long seminars, training by professional third parties, simulations, "gamified" training solutions, one-on-one time with a manager or just "learn as you go" procedures that see new agents handle simpler transactions first...
    3/27/2014
  • The Cloud Makes Workforce Management Easier
    This ease of use inherent in cloud design also should be a factor when evaluating software solutions. When the choice is between an on-premise solution and a cloud-based solution, chances are that the cloud solution will be easier to use and more able to integrate with other data sources...
    3/20/2014
  • What Do Your Key Performance Indicators Say About Your Call Center?
    Excellent customer service, employee satisfaction, enthusiasm and office organization are all desirable characteristics of a company. To achieve the aforementioned, there must be an arsenal of call center management tools. The characteristics are also known as key performance indicators (KPIs), which are a necessary part of any business aiming for success. What do your KPIs say about your call center?..
    3/20/2014
  • Effective Quality Monitoring Starts with a Definition
    Most contact centers today engage in some kind of quality monitoring. If you ask them what this consists of, however, you're likely to get a broad range of answers. For some companies, it's a manager walking the floor and listening to calls. Perhaps it's a supervisor periodically plugging in to an agent's call, largely for performance evaluation purposes. For other companies, it's about call recording...
    3/18/2014
  • theCOMMSapp Launches theEMPLOYEEapp to Engage Workforces
    Bring your own device (BYOD) initiatives, which are now being adopted by organizations, allow employees to communicate more effectively by making everyone accessible-whether they are on the premises or out in the field. Providing an application that is able to leverage mobile technology and streamline internal communications by making it available simultaneously and instantaneously can drive employee engagement and increase productivity throughout the organization...
    3/17/2014
  • Working to Win: How Gamification Can Improve Performance at Work
    Every company has within it, some jobs that most would rather not do. Often, the lowest-paid, highest-turnover positions are found here. Things like call center work or retail sales typically fall into this category. But these are often the front-line positions between the company and the customer, and therefore are vital to the long-term health of the business. How can companies keep people interested in these positions and turning around the best results? Gamification...
    3/13/2014
  • PCI Compliance in the Contact Center Means Making Changes to Call Recording
    It's not necessary to store the credit card information in the call recordings, after all. Since these recordings are used for training and evaluation, or call type best practices - neither of which require the financial information - or simply for legal insurance (to prevent "he said, she said" scenarios), the pause and resume or mute option is a rather simple solution for the problem. When shopping for call recording solutions, companies should specifically ask vendors what approach their products take to ensuring call recordings remain PCI compliant...
    3/12/2014
  • Call Recording Offers Boost to Workforce Management
    While there's a large amount of benefit associated with call recording, there's also a substantial potential for misuse of such recordings-one of the main reasons there are so many laws around the subject. Call recording provides benefit along both sides of the spectrum, and with a few minor considerations, can be not only beneficial to the customer, but also to the business and all within the fullest protection of the law...
    3/12/2014
  • Which Contact Center Applications Are Best Suited for the Cloud?
    Slowly, large enterprise contact centers have also been venturing into the cloud. Even though they generally have the resources for large on-site implementations, as their fears about data security have been eased, they are taking advantage of the cost benefits of the cloud as well as the flexibility it offers...
    3/11/2014
  • Selling Workforce Management Purchases to the Executive Layer
    While running a contact center on a day-to-day basis is far from easy - it requires juggling a number of balls - from agent hiring and training, to unpredictable absences and ensuring service goals are met - it's often an easy prospect compared to the hurdle of justifying purchases to upper management. Many companies are tight on the purse strings today (for good reason), so they are often unwilling to authorize purchases that don't lead to an improvement to the bottom line in an obvious way...
    3/11/2014
  • Workforce Management Improves Operations Before, During and After a Shift
    While most organizations today are aware that their contact centers ought to be becoming "centers of excellence" or places where customer experience magic happens, a far fewer number of organizations are able to pull it off. While white papers tout the magic of speech analytics and turning agents into inside sales personnel, these achievements make some assumptions: that the contact center has managed to get the basics down first...
    3/6/2014
  • ScheduleSoft Announces Availability of Its Cloud-based Workforce Management Solution
    In today's competitive marketplace, it's important for organizations to have real-time visibility into how efficient their labor deployment is-both in terms of unit labor cost and overall labor utilization within their facilities...
    3/5/2014
  • The Hidden Benefits of Workforce Management: Task Automation
    Today's workforce management solutions allow for automated vacation requests that can be granted based on a number of factors, including seniority or performance. Employees can view their schedules themselves, bid for overtime and even trade schedules with other employees. This takes a lot of the manual tasks out of the hands of managers, who are then free to do their real jobs. Employees appreciate the function because it's more transparent and more fair, and provides them with some control over their schedules...
    3/5/2014
  • Effective Big Data Usage Can Improve the Workforce Management Function
    The era of "big data" is upon us, and companies are addressing in different ways. Smart companies are using analytics to crunch all this information, both structured and unstructured, and use it for insight into how to run the business more efficiently and profitably. Lesser companies are sinking under the burden of the data, unable to formulate a way it can be put to good use...
    3/5/2014
  • Aspect Software Partner TantaComm to Launch TantaComm Manage, Powered by Aspect Workforce Management
    TantaComm Manage, a workforce management suite that is powered by Aspect Workforce Management, has been released by Aspect Software and TantaComm...
    3/4/2014
  • Getting Your Employees to Commit to Customer Service
    It's a business no-brainer that happy employees make happy customers. But how do you get happy employees that deliver the best possible customer service?..
    2/28/2014
  • Workforce Management: Simple Solutions, Not Simple Analysis
    By analyzing data in an integrated WFO tool, a manager can reference what processes allowed some agents to have lower talk time while meeting their quality targets, and then train the rest of the workforce using these processes, the paper noted...
    2/24/2014
  • Better Call Center Management Could Have Saved Obamacare a Lot of Headaches
    With a lot of confusion around the change in healthcare, the contact center has become the front line for many U.S. citizens trying to make sense of the new healthcare landscape. This has required agents well schooled in procedures and program knowledge...
    2/24/2014
  • Fieldglass Scores High for Workforce Management
    Fieldglass is reportedly the largest and most geographically adopted solution evaluated in The Forrester Wave. Used by customers in 101 countries, and thanks to a deep understanding about various aspects of the contingency workforce markets across Asia and Europe, Fieldglass' solution had an edge over their competitors in these markets...
    2/21/2014
  • Using Historical Data in Call Forecasting Requires Understanding History
    It's therefore important to differentiate between historical events that are likely to be repeated - a regular holiday, a sale, a new product or service promotion or a school break that will see parents requesting time off - from an event that is unlikely to reoccur at the same time - a storm or long power outage, a plague of the flu or a major traffic jam...
    2/21/2014
  • Wheelings & Dealings: ClickSoftware Acquisition of Xora Will Create Mobile Workforce Management Powerhouse
    While workforce management solutions have been with us for decades, recent years have seen these solutions running to catch up with the modern workforce. One of the areas many workforce management solutions are lacking is in the increasing mobility of the global workforce...
    2/20/2014
  • Consider Quality over Quantity in Measuring Contact Center KPIs
    Going into the twenty-first century, as companies realize that quality needs to be the first goal in order to retain existing customers and boost the quality of relationships, many companies have moved to first-call resolution as the Holy Grail of KPIs. FCR is, according to Ciarlo, the number of "one and done" calls that resolve a customer's issue. In other words, it's a measure of how many customer calls are fully and satisfactorily resolved with a single contact, indicating that the customer has left the transaction with the issue fully resolved, feeling satisfied with the quality of support he or she was offered. This customer does not call back or initiate further contact on the issue through other channels...
    2/18/2014
  • Cloud-based Workforce Management Is the Best of All Worlds for Small Non-profit Contact Centers
    The truth is that today's cloud-based workforce optimization solutions, which don't require much capital outlay up front (unlike premise-based solutions), are ideal for smaller contact centers and non-profit organizations. They can help them make the best of the resources they have, and substantially lessen the pain of unforeseen events. (Monet offers a case study regarding how the company's WFM Live solution helped Texas-based credit union GECU.)..
    2/18/2014
  • Will Workforce Management Finally Go Mobile This Year?
    Companies already looking to trim costs envision adding an extra half-hour, potentially of overtime, to all employees' time cards, particularly if the solution is "buggy" and needs to be regularly tweaked in consultation with the IT department. But a broader problem is a lack of available equipment and poor integration...
    2/14/2014
  • How Can Workforce Management Improve Performance?
    How does your contact center flow on a daily basis? Do your agents show up on time? Are they ready for the work day when they arrive? Do they know what is expected of them whether the phones are ringing or not?..
    2/12/2014
  • Helping Employees through the Transition of New Workforce Management Solutions
    While the company may be choosing a new workforce management solution to build in better adherence, more precise forecasting or to free up managers from routine tasks like time-off requests, many employees are likely to believe that it's a "Big Brother" step by the company. The contact center should help employees understand how the new solution will help them personally: by making time-off requests easier, for example, or to allow schedule bidding and swapping...
    2/7/2014
  • Workforce Management - to Update or Upgrade?
    Finally, are you struggling to achieve your customer service initiatives? Are you finding that new programs put in place fall short? If your workforce management solution is out of date, your agents are at a disadvantage and your metrics will continue to fall short. Customers won't know what technology you have in place, but they can tell the difference when dealing with an out-of-date shop...
    2/5/2014
  • 4 Tips to Improve Call Center Scheduling
    Scheduling for the typical workday is a challenging task, even in the calmest of environments. The unexpected can happen and leave you unprepared; customer traffic could increase without warning, leaving too many unserved; and productivity can suffer if too many are on hand without enough work to keep them busy. When this activity is in the call center, all of these variables are multiplied...
    2/4/2014
  • Why Call Recording is Useless without Quality Monitoring
    For years, contact centers have relied on call recording for a number of different reasons, not the least of which those industries where call recording is required to demonstrate agents are following specific guidelines. Stopping at that point, however, is leaving a considerable volume of valuable information on the table, information that can help improve processes and the customer experience...
    1/31/2014
  • Does Workforce Management Really Make a Difference?
    Regardless of the organization or the industry, Monet's WFM Live brings workforce management to a different level in that it not only drives optimization in the employee environment, it also allows for ease of use when it comes to monitoring the schedule, managing exceptions and tracking data for future use...
    1/31/2014
  • Is Workplace Relevance in Danger of Extinction?
    Working in the technology industry means change is always your friend. If you don't like change, then this industry will devour you. When I meet colleagues who run businesses in "traditional" industries (say construction, finance or transportation), I am always struck at how much of what they do is pretty well the same as they have been doing for the past 20, 30 or even 40 years. Sure the "how" is evolving, but the "what" is fairly steady. For most technology companies, I suspect that 80 percent of what clients pay for today is completely different than what they paid for just three years ago. That is a little scary. But it is even more exhilarating...
    1/30/2014
  • What 2014 Might Bring the Workforce Management Function
    While we've run many articles on the trends and predictions for 2014 for the overall contact center, we haven't offered any previews on the specific components that make the contact center tick. Since labor is the largest costs of most contact centers, it makes sense to take a look at what's ahead for workforce management...
    1/30/2014
  • Calibration of Quality Monitoring is Essential for Proper Workforce Management
    While this represents a great leap forward for contact center quality monitoring, it still has inherent faults. In a large contact center, different managers will likely use the accompanying scorecards during evaluations in a different way. Agents will be reminded of high school, where some teachers graded very generously and others were impossible to please. If you were unlucky enough to get one of the latter, it always seemed to drag your grade down...
    1/27/2014
  • The Importance of Scheduling Lunch and Breaks into Call Center Operations
    As contact centers strive to improve the customer experience in order to differentiate themselves from the competition, many of them are missing the first steps of the process. To build customer engagement, companies must first build employee engagement. It's quite literally impossible to build a first-class customer support infrastructure with disengaged agents who are overworked, under trained, burned out or just plain bored...
    1/24/2014
  • WFMSG's New Community WFM Ready for General Delivery
    The Workforce Management Software Group, Inc., (WFMSG) a developer and provider of the Community workforce management solution, stated that the newest version Community 4.0 is now available for general delivery...
    1/24/2014
  • Organizations Benefit from Dedicated Workforce Management Solutions with Next-Gen Technologies
    Most businesses are not benefitting from dedicated workforce management systems and new technologies like smartphones and tablets, according to the new Value Index on Workforce Management for 2014 survey from Ventana Research...
    1/23/2014
  • Xora Adds Mileage Manager Feature to its StreetSmart Workforce Management Tool
    Xora, a company specializing in mobile workforce management solutions, enhanced its Xora StreetSmart workforce management solution by adding the Mileage Manager feature to it...
    1/23/2014
  • Workforce Management Becomes Critical for Public Sector Employees
    As the workforce becomes more mobile, solutions that can scale across mobile devices and platforms will also become necessary. Together with analytics and cloud-based solutions, mobile workforce management applications boost efficiency, eliminate errors and also improve employee engagement...
    1/22/2014
  • How Are These Trends Affecting Your Workforce Management?
    Effectively managing the workforce can be a challenging task in any industry. Correctly matching schedules to availability of staff and demand of the organization is only half the battle; managers also have to right-fit skills according to anticipated needs. If the process falls short, customers don't get what they need. If it's overdone, money is wasted...
    1/20/2014
  • A Happy Workforce Gets More Days Off
    Today's workforce has changed dynamically from the days of piece work and the when office workers were tethered to their computer and headset...
    1/13/2014
  • The Disconnect Between Front-Line Agents and Call Center Management
    If you believe that the purpose of the contact center's existence is to delight, retain and win customers, then you need to communicate this fact to the agents. What they do or say on the phone with live customers is what will really make or break the business. Ensure they are truly representing the organization at large...
    1/13/2014
  • How Millennials Are Already Changing Workforce Management
    So businesses need to recognize that the Millennial generation is big and definitely will bring changes to how employees are managed. Businesses need to be ready for this shift. Those that embrace the group will find themselves both more nimble and better able to manage their employees...
    1/10/2014
  • 2014 Will Be the Year of Meeting Customer Expectations
    While this may be bad news for companies with marginal customer service, it represents opportunities for more gung-ho companies. Forrester notes that the opportunities are particularly good for companies in industries with no clear customer service leaders...
    1/9/2014
  • Wheelings & Dealings: Sageview Invests in Reflexis Systems
    Reflexis Systems, Inc., a company that provides real-time execution and workforce management solutions, recently announced that Sageview Capital LP, a private investment firm, has made growth equity investment in the company. The officials from Reflexis said that the investment will be used in expanding the company's operations...
    1/9/2014
  • Investing in Your Contact Center Agents is Investing in Your Customers
    And while gamification has been shown to work effectively, contact centers need to remember the basics, as well. Ensure that agent desktops are easy to use and can help reduce frustrating errors or repetition. Conduct performance evaluation regularly, using a fair process and an easy to understand reporting method. Make use of employees' skills, and offer remedial training where employees require it, and offer agents some flexibility and power to solve problems on their own. Finally, prevent employees from becoming frazzled and stressed by building effective schedules that allow the pace of work to be reasonable...
    1/9/2014
  • Workforce Management Made Easier with Gamification
    In plain English, gamified learning or business applications are simply more fun than other methods. They allow the agents to strive, to compete and to win in a way that most applications simply don't. They offer immediate feedback, visual comparison and effective learning, all rolled into one package. For companies that tie success in gamified applications to real rewards (gift certificates, first-choice of vacation time or a primo parking spot), it adds an element of good-spirited competition and real achievement. It has also become one of the most effective tools in workforce management and for keeping employees engaged on a day-to-day basis...
    1/9/2014
  • Good Workforce Management in the Contact Center is About Much More Than Scheduling
    For this reason, communicating goals, methods and challenges to employees is critical. If employees don't understand the goals and how the company plans to achieve them, they can't assist. Since contact center agents are on the front lines, they cannot be effective if they don't understand what the strategy behind them is...
    1/3/2014
  • Call Quality Scoring Built into Workforce Optimization Can Turbocharge Performance Evaluation
    Most contact centers use call recording as a critical element of agent performance evaluation. The idea is that at review time, managers can listen to a critical mass of calls by each agent and use them to get a big-picture idea of how well the agent is doing his or her job...
    12/30/2013
  • The Home Agent Model Can Benefit Quality and Boost Service Levels While Keeping Costs Low
    U.S. companies are at a crossroads when it comes to customer support. The offshore outsourcing of previous decades - a business model that was promised to save loads of money on operations - hasn't panned out as well as companies hoped. Costs haven't been as low as promised once travel and management salaries are factored in, and there have been distinct problems with quality. Many customers become indignant when they cannot understand a foreign call center agent's accent, or at the idea of shipping U.S. jobs offshore during a time of high unemployment...
    12/26/2013
  • Boosting Quality and Reducing Costs By Putting Workforce Optimization in the Cloud
    Contact centers have been around for a long time, dating back to the late 1950s. The idea of "workforce management," in those early decades, would seem comical today. Call center managers counted how many workers showed up in the morning, and they handed out piles of paperwork with admonitions that the employees should finish all the work. For inbound contact center operations, contact center managers simply observed that when call queues were getting long, something wasn't working right...
    12/26/2013
  • Outdated Call Recording Solutions Create More Problems than Benefits
    If you run a call center operation of nearly any size, from just a few agents to hundreds or even thousands, you probably use call recording software. You may use it to train and evaluate agents, or you may be required by law to record calls (this is particularly true for companies operating in financial services or health care). For whatever reason you record, it's possible that your recording solution is ageing. While many contact centers are feeling budget pinches as of late and limping through with old technology, when it comes to call recording, this may not be a smart strategy...
    12/19/2013
  • It's The Holidays: Your Customers Expect Some Basic Gifts from You
    Since it's the season for wishing, chances are pretty good that many customers are wishing for better customer service. Since it's also the season for buying, many of them are likely to be doubtful that their wish will come true...
    12/18/2013
  • Why Call Center Management Needs Cloud Computing
    As Unified Communications is gaining momentum in the corporate environment, call center management already relying on cloud computing and VoIP phone systems are well positioned to streamline channels, reduce the cost of operations and focus on the quality of the customer experience...
    12/11/2013
  • Monet Software Launches Workforce Management Resource
    Workforce Management Resource is designed for decision-makers from contact centers seeking information regarding effective workforce management solutions in the call center. Visitors to Workforce Management Resource can find valuable information via feature articles, industry news, whitepapers, videos and e-demos...
    12/9/2013
  • Call Center Management: Getting the Most Out of Your Tools
    Irrespective of the size of the contact center, workforce management is a challenge. In addition to making the right technology decision to help manage a workforce, it's also important to understand and address the most basic of workforce issues...
    12/6/2013
  • How to Gracefully Handle a Challenging Customer Call
    As a call center manager, using tools like a workforce management solution can help in these instances. Monet Software's Workforce Management offering provides call center managers with the ability to monitor their agents, track metrics of service performance, and create schedules to keep strong during high-call times...
    12/5/2013
  • Are You Measuring the Right Metrics or the Wrong Metrics in the Contact Center?
    Every contact center tracks some kind of metric, measuring performance and matching it up against historical norms. Some contact centers track far more metrics than others, but most of them keep an eye on what used to be considered the most important: average handle time, or AHT...
    11/26/2013
  • Top Trends for the Contact Center in 2014
    As the year winds down and we begin to anticipate turkey, candles and sleigh bells ringing, it's also time to look ahead to the New Year and examine the trends that it might bring. For 2014, there are several technological and management trends likely to drive the contact center industry forward...
    11/26/2013
  • Regular and Easy Quality Management is the Key to Employee Engagement
    While many companies pursue the Holy Grail of customer engagement, too many are missing the right foundation on which to build customer engagement. Employee engagement must be the first step in the process, since stellar customer support - a critical component of customer engagement - cannot be achieved with indifferent or disengaged employees...
    11/21/2013
  • Lack of Vacation Leads to Burnout and Lost Productivity
    So why are so many Americans leaving vacation days on the table? There are a number of reasons, including a desire to "stockpile" days for an illness or a longer vacation in the future, an inability to coordinate vacation time with a spouse or because they are paid for unused vacation time. Some report that they choose not to take vacation time because of job insecurity, believing that management will frown on it...
    11/18/2013
  • How to Speed Call Center Training
    The longer, more strategic approach to training becomes instead career development. You can always make coaching a priority; but training the agent to get going on the phones should be an expedited process. A recent Monet Software blog offers some insight into how you can make this happen...
    11/13/2013
  • Managing Shrinkage is a Critical Element of Accurate Call Center Scheduling
    While the ability to put together a useful and accurate schedule is critical in the contact center, not all schedules are created equal. A schedule that looks great at 8:00 in the morning may be laughably useless by 10:00 am depending on a number of factors. These might include agents calling in sick, extended bathroom breaks, lateness back from breaks, meetings, training and countless other factors that can throw a schedule out of whack...
    11/11/2013
  • Property & Casualty Insurers Fret Over Workforce Management
    Workforce management software has a lot to offer contact centers and professionals in a variety of industries, but apparently some need it even more than others. For example, a recent survey conducted by global professional services company Tower Watson, found that 76 percent of chief claim officers with leading property & casualty (P&C) insurers ranked workforce management as their top claim-related challenge...
    11/6/2013
  • Customer Service at its Best: Anticipating Problems
    Customer service by and large exists for the main purpose of helping customers. While in some cases this help involves answering questions about a current product or product line, much of customer service involves taking care of customer issues after the sale. Most customer service is set up to handle problems as problems emerge, but what about a more proactive approach? Can customer service actually be set up to take care of at least some problems before those problems get big enough to prompt calls? The answer to that is a resounding yes, and here are some methods to make customer service act rather than react...
    11/6/2013
  • How to Optimize Workforce Management and Call Center Scheduling for Performance
    The measurement of call center performance helps to drive the alignment of processes, resources and people to ensure business goals are realized. To that end, Monet Software offers Monet Metrics to ensure the creation of a proactive approach to this measurement. With as much as 70 percent of the budget going towards staffing, it's essential to focus on how to make the most of this spend...
    11/1/2013
  • TMC Honors Monet Software with 2013 Cloud Computing Excellence Award
    Monet Live is an affordable and easy to use cloud-based call center optimization software solution that comprises workforce management, performance management, call recording and quality assurance...
    10/30/2013
  • How Workforce Management Improves Performance
    So powerful is the Monet WFO Live platform that it was recognized with the 2013 Cloud Computing Excellence Award. This award is given to companies that most effectively leverage cloud computing in their initiatives to bring new and differentiated offerings to market...
    10/23/2013
  • Keep an Eye on the Big Picture in the Contact Center
    Efficiency and effectiveness in the contact center often is a matter of the little things: The hold time, the way an agent answers a call, the procedure for escalating support. But what can get lost in all of this is the big picture, the things that make the largest difference and actually spell excellence when it comes to the contact center...
    10/21/2013
  • Five Surefire Ways to Retain Top Agents
    The heart of the call center really is the agent. The best policies can be in place and still the customer experience will amount to nothing positive if the right agents aren't in place...
    10/17/2013
  • Interview Agents by Phone for Better Hiring Insight
    This probably was a mistake. That's because no customer is going to talk with an agent in person. How will they interact with this customer? By phone, chat or email. It makes sense, then, that the best way to assess candidates for the call center is by also interacting with them through such channels...
    10/17/2013
  • How to Succeed with Workforce Management Tools
    Managers in the contact center environment tend to have specific goals, such as improving the customer experience, delivering better customer care, improving productivity, lowering costs, driving employee motivation and keeping all transactions transparent. These goals can contribute to a positive bottom line, but managers have to have the right tools in place to ensure realization without micromanagement...
    10/14/2013
  • Technology Underused by HR
    One area where recruiters are not seizing the trends is when it comes to mobile data. Only 7 percent of employers surveyed by Spark Hire have a mobile version of their career web site, but a magnitude more are looking for a job through their mobile device. More than 70 percent of active job seekers are using their mobile devices to find a job...
    10/9/2013
  • Workforce Management Automation Considered Superior to Manual
    Conducted in conjunction with a publication for HR professionals, this year's report focuses on three core areas of concern: labor compliance, workforce management priorities and adoption trends, and employee fatigue management. Additionally, the report attempts to examine the impact of the Affordable Care Act (AC) on workforce management...
    10/8/2013
  • Improved Management Tactics Make it Easier to Accept Millennials
    The next generation workforce has a new trend - the arrival of the millennials. Like each generation before it, millennials bring a breath of fresh air into the office. But they also bring a lot of other habits that may not be welcomed by their Baby Boomer or Generation X counterparts. In industries where social media has not been embraced, the arrival of the millennial in the office may be viewed as a negative addition...
    10/3/2013
  • Increasingly, the Workforce is Flexible and Temporary
    Business has changed in the last decade in the usual ways: technology innovations have continued, new channels of customer service have arisen, markets have become more globalized and customers have become more demanding. But it's more than that: the very nature of what companies require from the labor force has changed...
    10/2/2013
  • Why Call Center Scheduling Relies on Workforce Management
    This challenge is not unusual in the larger call center environment. If a spreadsheet was used to schedule the staff for that shift, panic may set in as the manager tries to determine the best strategy to fill in the gaps. If a robust workforce management solution were in place, the panic may never need to be a problem...
    9/30/2013
  • Contact Center Management Success: Mastering Forecasting and Scheduling
    Good call center managers share a number of characteristics. They are often empathetic people who understand what makes others tick. They are efficient and detail-oriented and possess the skill to juggle multiple tasks at the same time. They spend much of their day solving small (or even large) emergencies while at the same time accomplishing their day-to-day tasks...
    9/27/2013
  • Today's Workforce Management Charts Provide Schedule Compliance at-a-Glance
    Call center scheduling is both an art and a science. In the earliest days of call centers, the schedule was prepared on graph paper based on complex algorithms, and distributed to agents in paper format. Managers had to cross their fingers and hope the day went something like what the schedule indicated. If it didn't, it was difficult to tell. Companies often learned their call centers were frequently out of adherence in monthly reports long after-the-fact. The solution? Hire more agents, cross your fingers and hope for the best...
    9/27/2013
  • Average Handle Time Isn't the Most Important Metric, but Don't Discard It Completely
    While it's absolutely true that quality is far more important than quantity when it comes to customer service, this doesn't mean it's in a company's best interest to throw average handle time to the wind and encourage agents to keep customers on the phone as long as possible. As long as quality goals and FRC are satisfied, keeping calls brief can allow agents to take more calls per day and save the organization money...
    9/19/2013
  • Why Workforce Management is Worth Consideration
    One recent post by Thore Babin-Ebell, Director Business Development, ASC telecom, highlighted the trends taking place in workforce management and workforce optimization solutions. Specific tools continue to evolve with the goal of supporting the customer. Applications emerging and evolving include desktop and speech analytics, coaching and workforce management, eLearning and more. The goal is to improve the customer service experience, providing the necessary functionality to deliver on customer expectations...
    9/17/2013
  • Why Efficiency Matters in Workforce Management
    Today's call center agents are doing everything through the desktop. They are accepting calls, verifying data, inputting information into the CRM solution, checking the status of an order, transferring calls and so much more, all from their computer screen. With the click of a button, they can also easily access the workforce management solution, available through the web browser...
    9/10/2013
  • Why Quality Assurance and Training Teams Must Work Together in the Contact Center
    A robust workforce management strategy includes call center training and quality assurance, according to a Monet Software blog. The company highlighted that the most important goals often defined by the contact center in quality assurance efforts include improved agent performance, increased customer satisfaction, enhanced efficiencies with the use of collected data and a boost in productivity...
    9/9/2013
  • Verint Partners with Badgeville to Gamify WFM Solution
    Gartner forecasts that by 2014, more than 70 percent of Global 2000 organizations will have at least one gamified application...
    9/5/2013
  • Do You Design Your Workforce Management with the Customer in Mind?
    The talk surrounding the typical contact center is generally focused on agent activities, customer satisfaction, the consistent reduction in overall costs and the efficient scheduling of all available agents...
    9/4/2013
  • Etech Technology Division Introduces First Remote Worker Management Solution
    Many companies today are interested in enabling contact center agents to work from home. Working from home helps companies to make huge cost savings and employ people who previously could not commute to a regular work setting. Recently, Etech's technology division, Etech Technology Solutions, unveiled its first remote worker management solution, Nomad TMMS...
    9/3/2013
  • Workforce Management at its Best: Knowledge Services to Create Tons of Jobs in Indiana by 2018
    In 2011, the company, which is Women's Business Enterprise (WBE) certified, announced its plan of creating 200 jobs by 2015. Having already exceeded this job creation goal, they are now setting its second expansion plan, which is likely to create 400 new jobs by 2018. As part of its new growth plan, the company will also be expanding its Indianapolis-based headquarter...
    8/28/2013
  • Workforce Management Solutions Work For, Not Against, Call Center Agents
    Since workforce management keeps track of agent schedules and often monitors adherence, many agents feel that the technology is a bit "big brotherish," according to a recent blog post by Monet Software's Chuck Ciarlo...
    8/28/2013
  • A Better Workforce Needs a Break
    Unlike our European counterparts, we do not know how to take vacation. Last year 70 percent of U.S. workers did not use all of their vacation days, according to a study by Right Management. A Harris Interactive study last year showed that workers left roughly 9.6 days of vacation time on the table on average...
    8/23/2013
  • How Workforce Management Helps Embrace New Opportunities
    The typical work environment is no longer 'typical.' Professionals work in different ways, different capacities, and with different expectations. Technology has enabled the shift, but can tried and true management techniques deliver in this environment? Workforce management solutions can help, but only if it's designed for the new generation...
    8/21/2013
  • Why a Happy Workforce Means a Happy Customer Base
    In conversations surrounding customer satisfaction, there is a lot of focus on what the customer needs to be happy. It's an important focus, but it's not the only focus if a company is to succeed. In fact, ignoring the happiness of the employees that can deliver on those customer expectations is a recipe for failure...
    8/13/2013
  • Does Your IVR Help or Hinder Your Business?
    The IVR is simply a tool, and like any tool, it can be used for good or for ill. Few people would argue that it has the potential to make callers' lives easier. It connects them to the right department. It allows them to choose their preferred language. It can let them know how long the wait for a live agent is. It can help agents be ready for them when they finally pick up the call by identifying the customer and pulling up records. It can even give callers information they need during times when the call center is closed...
    8/13/2013
  • Support the Empowered Call Center Workforce with Empowered Workforce Management
    The call center today is a different beast than it once was. For starters, it's a more complex organization. It handles multiple channels and communications media, multiple product or services lines and more skills than ever dreamed of before. It operates across continents and time zones, and may employ agents scattered all over the world in one unified customer support organization...
    8/8/2013

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